Totango

OCTOBER 7, 2021

You can monitor product adoption key performance indicators which tell you information such as how many accounts users have activated, how many times a day they’re logging into your portal, how long they’re spending in your app, and which features they’re using. After specific product adoption benchmarks have been achieved.

Feedback 104

Feedback Benchmark Surveys Analytics 104

PeopleMetrics

JANUARY 24, 2022

The convergence of CX (VoC) and research – as we setup listening posts around key touchpoints, research questions continue to emerge that are either integrated into CX measurement or setup as separate studies. This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%).

B2B 90

B2B Journey mapping B2C Benchmark 90

Nicereply

AUGUST 14, 2023

Today, with a modern approach to survey clients, we still face the same problems — different types of survey bias. Let’s look at how to avoid the most common mistakes in customer surveys, which lead to nonresponse bias. How can you understand that the survey had a nonresponse bias issue?

Surveys 52

Surveys Benchmark Education Feedback 52

ChurnZero

SEPTEMBER 8, 2022

But as a company scales and brings in new accounts, CSMs can start to feel like Lucy and Ethel in the chocolate factory—the customers keep rolling along faster than CSMs can properly manage them! This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. It doesn’t have to be this way. Customer satisfaction.

Education 98

Education Benchmark Customer retention Metrics 98

Totango

OCTOBER 7, 2021

You can monitor product adoption key performance indicators which tell you information such as how many accounts users have activated, how many times a day they’re logging into your portal, how long they’re spending in your app, and which features they’re using. After specific product adoption benchmarks have been achieved.

Feedback 72

Feedback Benchmark Surveys Analytics 72

delighted

MARCH 29, 2019

An effective customer experience survey is a conversation with your clients and customers. Poor survey design, on the other hand, can lead to a lack of responses, misleading or vague results, and a missed opportunity to respond to customers and grow your business. Determine your survey type. Customer Satisfaction Surveys.

Surveys 48

Surveys Feedback Benchmark Best practices 48

delighted

MARCH 29, 2019

An effective customer experience survey is a conversation with your clients and customers. Poor survey design, on the other hand, can lead to a lack of responses, misleading or vague results, and a missed opportunity to respond to customers and grow your business. Determine your survey type. Customer Satisfaction Surveys.

Surveys 48

Surveys Feedback Benchmark Best practices 48

ClearAction

JANUARY 20, 2018

Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructure, reinforced by clear and pervasive communications that keep everyone on the same page. Key Findings. Executive Buy-in and Advocacy.

Marketing 80

Marketing Best practices Benchmark Enterprise 80

CSM Magazine

APRIL 6, 2023

When discussing wellbeing, we recognise that it is a topic that can feel overplayed or seen as a ‘nice-to-have’ That’s why research reports – such as the CCMA’s recent Contact Centre Wellbeing study – are so important to understand the scale of the issue.

Benchmark 52

Benchmark Consulting Consulting Service level 52

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. What are customer relationship surveys?

Surveys 58

Surveys Customer Experience Feedback Metrics 58

OctopusTech

MARCH 1, 2023

Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. This may help them with benchmarking and goal setting. Call center agents benefit greatly from having access to reporting metrics.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

ClearAction

JANUARY 20, 2018

Four factors that survey participants say have contributed significantly to their MO success: Clarity and consistency across the organization—shared practices, a well-defined road map and enabling infrastructure, reinforced by clear and pervasive communications that keep everyone on the same page. Key Findings. Executive Buy-in and Advocacy.

Marketing 66

Marketing Best practices Benchmark Enterprise 66

ChurnZero

JANUARY 10, 2023

Additionally, we have seen an increase in companies asking individuals to manage a team as well as hold one or two large strategic accounts, creating a player-coach role. of CS teams added headcount, according to ChurnZero’s Customer Success Leader Study , which surveyed more than 1,000 CS leaders. Last year, 63.3%

Coaching 52

Coaching Benchmark Consulting Consulting 52

delighted

MARCH 15, 2019

When most companies want to improve their customer experience with a VoC program, they often start with just one customer survey type—usually a net promoter score (NPS) or customer satisfaction (CSAT) survey. VoC platforms generally include proven CX survey templates, and can help you manage and analyze all of the incoming feedback.

Surveys 75

Surveys Benchmark B2B Feedback 75

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. Optimizing CX and customer satisfaction can help build a business; a PwC survey found that 73% of consumers say experience is a primary factor in purchasing decisions. What is CES?

Surveys 62

Surveys Benchmark Feedback Customer Support 62

Balto

NOVEMBER 8, 2022

This isn’t to be confused with the average time in queue, which doesn’t take into account the time it takes for the call to go through the call center’s self-service IVR (Interactive Voice Response) system. The formula only takes into account 4-star and 5-star responses, as these responses tend to reflect customer retention the most.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

ShepHyken

MARCH 23, 2018

63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). According to Mercer’s Global Talent Trends Study , 97% of employees value being recognized and rewarded for a wider range of contributions. Situation : A top goal for 2018 is hiring key talent.

Airlines 204

Airlines Morale Benchmark Marketing 204

delighted

APRIL 19, 2019

Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty. What are customer relationship surveys?

Surveys 40

Surveys Customer Experience Feedback Metrics 40

Comm100

AUGUST 21, 2023

Objective benchmark : Standardized tests provide schools with a consistent measure that can be compared across all students. Accountability: They can serve as a check to ensure that high schools are teaching the fundamental skills and knowledge students will need in higher education.

Education 52

Education Benchmark Analytics Surveys 52

ChurnZero

OCTOBER 22, 2021

product usage (does the account have above 80% account utilization with high feature usage?), satisfaction (is the customer a NPS Promoter or score highly on other satisfaction surveys?), Always advocate for how to incent the team for bringing customer references, case studies, and advocates to the table.”.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

CSM Practice

NOVEMBER 4, 2019

Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. In this blog, we’ll explore the discoveries of one of such TSIA studies on creating an effective customer success strategy for the long tail of customers. The Low Touch Study.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

Lumoa

NOVEMBER 29, 2021

There is a lot of research and studies about the relationship between financial metrics and customer experience metrics. The financial benefit of improving the customer experience Improved customer experience drives revenue growth Multiple studies have shown that revenue growth is impacted by customer experience.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

CSM Practice

OCTOBER 15, 2019

A TSIA benchmark study on renewal rates showed that there is a 13.7 In some cases account executives or account managers are tasked with retention management in addition to their primary responsibilities. Per TSIA benchmark study, company size is the most commonly used segmentation strategy.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

Taylor Reach Group

MARCH 26, 2019

Study after study has indicated that the most important factor in customer satisfaction is Resolution. The issue could be as simple as getting general information (such as an address or hours of operation) or as complex as such as setting up a detailed account for high value services (i.e. Definition and Measurement.

First call resolution 112

First call resolution Contact Center Consulting Consulting 112

CSM Magazine

MAY 9, 2023

Some common pain points include: High costs Difficulty using a product or service Unmet needs or desires Problems with existing solutions Start-ups can use various methods to identify the pain points customers face, such as conducting surveys, holding focus groups, or gathering feedback from early adopters.

Customer Service 52

Customer Service Customer centricity Analytics Feedback 52

Answer Dash

OCTOBER 15, 2018

Appropriately, the 2018 Demand Gen Benchmarks Report found that 70 percent of marketers say their demand-generation budgets are growing, and a third of them said they will grow by more than 20 percent. Demand generation has traditionally focused on looking beyond existing accounts and finding new prospects.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Nicereply

JUNE 7, 2023

No online store is immune, with studies showing an average cart abandonment rate of 69.99%. Before we dive into the reasons customers abandon carts and the tools you can use to prevent losing out on that revenue, there’s one tool we love and want to mention up front: the customer survey. Let’s face it.

Abandon rate 52

Abandon rate Surveys Accountability Benchmark 52

Totango

JUNE 23, 2020

Regularly Survey Customers. Strong scores could encourage you to take action in the form of upsell, cross-sell, and expansion campaigns , or by developing a customer case study or asking the customer to speak at an event. Send NPS surveys to customers by segment. Regularly Survey Customers. Turn Data into Actions.

Best practices 62

Best practices Brand ambassadors Surveys Enterprise 62

Return Customer

JULY 25, 2018

Customer support response time expectations have been increasing among consumers, between 2014 and 2017 studies have shown that the number of customers that expect an immediate response by email, within 15 minutes, has increased more than 10%. The findings for email customer requests were even worse, 90.5%

Customer Support 67

Customer Support Benchmark Accountability Customer retention 67

PeopleMetrics

FEBRUARY 25, 2022

These cycles involve a few steps: Identifying a touchpoint or customer problem to study. An effective strategy takes both types of touchpoints into account, including those that do not involve direct interactions between customers and your employees. Measure your performance using customer surveys.

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

Amity

JANUARY 13, 2016

It’s important to track Churn as a % of number of customer accounts lost, and Churn as a % of recurring revenue lost. • Benchmarks for Customer Success. For some departments measuring success using external benchmarks is an effective way to get ahead of your competition. Survey them.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

GetFeedback

FEBRUARY 7, 2020

It’s been around for a long time and can be a great way to benchmark your customer service against other similar companies. Pro Tip: Here at GetFeedback we recommend always sending out CSAT surveys immediately after a customer interaction. Survey customers immediately after an interaction through their preferred channel.

Surveys 79

Surveys Customer effort Feedback Customer Experience 79

Nicereply

FEBRUARY 14, 2020

Benchmarking, or setting customer expectations, is a well known psychological tool that helps customers evaluate the quality of your customer service. Owning Account Ownership. Anyone who works in B2B has felt the pain of account ownership transfers. Dive into negative survey responses to see where things have gone wrong.

Accountability 84

Accountability Chatbots Benchmark Customer Support 84

Revation Systems

FEBRUARY 9, 2018

A 2017 customer experience benchmark study showed that 67 percent of consumers preferred agent-assisted channels. If a banking customer is traveling in a different time zone, the ability to call and check the balance of a credit card or checking account is no longer viewed as a luxury, but an expectation. 24/7 Support.

Contact Center 48

Contact Center Construction Benchmark Chatbots 48

Comm100

MAY 20, 2022

adults surveyed now say that they’re online “almost constantly”. Chat and Email Benchmarking Study, they found that “ chat is the highest-scoring channel by a wide margin ”. Pre-chat surveys are also simple but effective live chat tools that help customers feel like their needs are understood. LIVE CHAT BENCHMARKS.

Wait times 75

Wait times Benchmark Sales Personalization 75

aircall

OCTOBER 24, 2022

To further put into context the gap between digitally mature versus digitally naive businesses, the joint Deloitte and Google study we mentioned above also found that digitally minded SMBs deliver 21% higher gross profits. Improve performance accountability: T his means being able to assess team performance accurately in real-time.

Finance 48

Finance Benchmark Management Technology 48

Education Services Group

MARCH 13, 2020

More features, product updates, new users within an account, new roles for existing users, and on and on the list goes. In TSIA’s recent benchmarking study, the most common primary objective of education organizations was product adoption, with 50% of survey participants identifying this as their number one priority.

Education 52

Education Benchmark Metrics Surveys 52